Adefunke Tobi Babalola

CHATBOT UPGRADE (LEO Chatbot Enhancement)

Role: Business Analyst and Project Lead

Description: Led the upgrade of UBA’s AI-powered chatbot, LEO, enhancing its conversational capabilities, user journey, and transaction handling across multiple platforms ( WhatsApp, Facebook Messenger, Internet Ba and Web). Improved customer engagement and satisfaction through natural language processing (NLP) enhancements, new feature integrations (bill payments, service requests), and performance optimization

MOBILE APP REVAMP (REDAPP)

Role: Business Analyst and Project Lead

Description: Led the end-to-end revamp of REDAPP, UBA’s flagship mobile banking application, focusing on optimizing the solution, modernizing the user interface, improving onboarding flow, and integrating self-service capabilities in collaboration with cross-functional teams to ensure a seamless, secure, and scalable mobile banking experience.

INTEGRATION OF SERVICES ON VARIOUS CUSTOMER PLATFORMS

Role: Analyst and Project Lead

Description: Facilitated the seamless integration of core banking and value-added services across multiple customer-facing platforms including Mobile App and Chatbot by implementing robust APIs and middleware solutions.

• Directed the implementation of ACH/ACP Clearing Solution, automating cheque processing
• Spearheaded the Tellerworld Upgrade (Tellerworld is an enterprise solution for posting and managing bank transactions used by commercial banks across Africa), integrating knowledge-based validation processes, and enhancing customer service quality and teller proficiency
• Delivered the Premier Poverty Alleviation Initiative (PPAI) Solution, customizing TME Core Banking for flexible loan services and online accessibility, increasing user adoption across the value chain for the company.
• Cultivated strong relationships with clients to secure repeat business.
• Delegated tasks efficiently to maximize productivity.
• Piloted change management initiatives successfully improving organizational adaptability.
• Managed project scope, timelines, and budgets, ensuring all deliverables aligned with client objectives and organizational standards
• Conducted stakeholder workshops, eliciting requirements and translating them into actionable user stories and project documentation
• Introduced Agile practices, facilitating daily stand-ups, sprint planning, and retrospectives to ensure team alignment and progress
• Tools & Methodologies: Jira, Trello, MS Visio, Agile, Waterfall

• Conducted root cause analysis and proposed enhancements to supply chain systems, improving transparency and efficiency.
• Designed process improvements for order-to-cash workflows, reducing cycle times.
• Conducted market research for the development of strategic business plans.
• Collaborated with the IT team to design efficient software solutions, improving workflow significantly.
• Streamlined business operations by analysing and implementing process improvements.
• Created tailored solutions by understanding and translating customer requirements into functional specifications.
• Conducted training sessions for new software implementations, increasing staff productivity levels.
• Facilitated impact analysis workshops to evaluate changes and align technical feasibility with business goals
• Prepared and executed test plans, ensuring robust system governance and end-user training

• Managed a high-volume workload, resolving over 600 customer issues weekly while maintaining a 100% quality benchmark
• Collaborated with teams to improve customer service strategies, leading to a 15% increase in satisfaction scores
• Trained and mentored new hires, fostering a high-performing and customer-centric culture
• Performed thorough investigations into reported incidents, leading to accurate record-keeping.